About the company
Position listed on behalf of a partner company managing applications. The partner is looking for a Director of Client Success based in the United States. Fully remote with travel up to 25%.
Responsibilities
- Oversee a portfolio of hospital and health system accounts, owning client satisfaction, retention, renewals, and revenue growth
- Develop and maintain trusted partnerships with C-suite executives and key stakeholders across finance, RCM, CDI, HIM, coding, and physician leadership
- Understand evolving client priorities and align service delivery with financial, operational, compliance, and organizational objectives
- Develop and maintain comprehensive account plans covering goals, stakeholder relationships, performance targets, risks, expansion opportunities, and renewal timelines
- Lead monthly operational reviews and quarterly business reviews, presenting key metrics, financial impact, and strategic recommendations
- Identify risks proactively, coordinate root-cause analyses, oversee issue resolution
- Identify, develop, and close upselling and cross-selling opportunities
- Plan renewals and collaborate with commercial teams, Legal, and Finance on contract amendments, pricing, negotiations, terms, and SLAs
- Partner with Implementation, Operations, clinical teams, Analytics, Product, Sales, Finance, and Legal
- Work with Learning and Development teams to ensure client adoption
- Translate feedback and business needs into actionable recommendations
- Maintain accurate reporting and forecasts in the CRM
- Maintain HIPAA compliance and confidentiality
Requirements
- Bachelor's degree in Business, Healthcare Administration, Communications, or related field
- At least 8 years of professional experience, including 3-5 years in client success, account management, or customer experience
- Demonstrated success managing enterprise B2B or healthcare accounts
- Proven ability to build relationships with C-suite executives and influence strategic decisions
- Track record of identifying and closing upselling and cross-selling opportunities
- Experience leading renewal strategies and collaborating with Legal and Finance on commercial agreements
- Strong analytical skills and ability to interpret performance data
- Excellent written and verbal communication and presentation skills
- Experience using CRM platforms for account records, pipelines, and forecasting
Preferred qualifications
- Substantial experience in healthcare revenue cycle management